Desktop Support

Overview

• Provide Tier 2 desktop support for end-user incidents and service requests.
• Deliver on-site technical support across multiple client locations.
• Perform workstation lifecycle activities including imaging, deployment, and decommissioning.
• Collaborate with Tier 1, Tier 3 teams, and external vendors to resolve issues.
• Document troubleshooting steps and resolutions in the ticketing system.
• Support approved end-user applications and escalate unresolved issues.
• Provide training and guidance to end-users to enhance system adoption.
• Maintain accurate asset inventory records and contribute to service improvement initiatives.
• Work closely with the IT team to ensure reliable and secure technology services.

Key Responsibilities & Duties

• Diagnose and resolve complex hardware and software issues for end-users.
• Provide on-site support for desktops, laptops, printers, and mobile devices.
• Collaborate with network and systems teams to address connectivity issues.
• Perform imaging, configuration, and deployment of workstations.
• Document all support activities and resolutions in the service management system.
• Escalate unresolved issues to higher-tier teams or vendors.
• Provide end-user training and create knowledgebase articles.
• Monitor vendor service levels and assist in communication during outages.
• Contribute to the improvement of service desk tools and processes.

Job Requirements

• Associate degree in Information Technology, Computer Science, or related field.
• 1+ years of experience in desktop support or related IT roles.
• Strong troubleshooting skills for Windows and macOS operating systems.
• Experience with hardware and peripheral support, including printers and mobile devices.
• Knowledge of ITIL-based incident and problem management practices.
• Valid driver’s license and reliable vehicle for travel to client locations.
• Excellent customer service skills and ability to communicate technical concepts clearly.
• Familiarity with Cisco Meraki, Intune, and Autopilot is preferred.
• Commitment to accurate documentation and knowledge sharing.